Vox Telecom's terrible service

I am a customer of Vox Telecom using their fibrelink into my home. I had a simple request logged into their helpdesk asking for my connection point to be re-located due to alterations. I logged this call 3 weeks ago. I immediately received a ticket via email. I had no further response. 3 days later I resent the request stating the ticket number saying that I had no response and that their service was unacceptable. I received another ticket but still no response. 2 days later I sent another mail stating that their service was diabolical - I received another ticket. I then called their complaints department who told me that the call had been logged with Vuma who is their Service provider for the physical cable installation. I explain that I am a Vox customer - they agreed and said they would follow us. I then received a call from a Vox service consultant who again told me that it was a Vuma issue and he had called them and that they would call me within 48 hours. He then had the audacity to send me a mail that the service e ticket had been closed. I again called the complaints line - they assured me that I would have a call from Vuma within 48 hours - that was 3 days ago. I cannot find anyone at Vox Telecom that understands that I am their customer and that Vuma's poor service is their issue. I have no idea how to progress this as their is no ability to speak to an escalation manager via their Service desk. I have now been without connection for over 3 weeks but yet they have charged me for this month. Please can someone help